Lead ProCare Customer Experience Representative
Location: Newbury
Contract: 12 Month Maternity Cover
Position Summary:
The Lead ProCare Customer Service Representative is an experienced ProCare Customer Service Representative, well-versed in the day-to-day activities and the procedures around technical customer service including service contract management. The Lead ProCare Customer Service Representative has a good view of the way the team integrates with other teams in the ecosystem.
Key Activities & Responsibilities:
1. Processing Repair / Work Orders incl. Loaner management
2. Arranging returns and collections and handling proof of delivery and pricing requests
3. Handling incoming e-mails and calls
4. Proactively communicating with internal & external customers
5. Investigating and resolving invoice disputes
6. Logging and follow up of issue resolution and related communication back to the customer
7. Taking responsibility for executing tasks and supporting colleagues across several complex areas / processes and queries
8. Working with colleagues to effectively organize and prioritize the tasks within specific areas
9. Collaborating with other functions and divisions on cross-functional or customer-specific topics
10. Assisting in supporting and training more junior colleagues
11. Acting as a mentor for more junior customer service representatives
What you will need:
Education / Qualifications:
1. High School diploma or equivalent
2. Preferred: Further education in a relevant discipline
Experience / Skills
Essential:
1. Experience in technical customer service, order management or contact center roles
2. Demonstrated ability to build strong relationships with customers and colleagues
3. Proactive and professional communication with Sales team members and Customers
4. Ability to adapt to different types of people and situations to ensure positive outcomes
5. Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
6. Good ERP system knowledge
Desirable:
1. Solid understanding of Customer Service process flows
2. Solid understanding of good documentation practices and documentation retention
3. Experience in service and maintenance, order management or technical customer contact processes
4. Experience handling difficult situations independently
5. Working level of English
Competencies / Behaviors
1. Ability to stay calm under pressure while communicating effectively to customers and other stakeholders
2. Proven problem-solving skills
3. Ability to work on initiative, prioritizing and organizing workload based on experience and supervisor input
4. Highly customer-focused
5. Strong collaborator with high performance standards
6. Internal drive and motivation to make a difference
7. Positive, optimistic mindset and can-do attitude
8. Initiator who identifies and initiates actions to improve process outputs on Service, Cost & Quality
9. Acts with integrity
10. Ability to make autonomous decisions on operational and tactical levels
11. Willingness to develop a lean approach
12. Solid troubleshooting and problem-solving skills under pressure are required
#J-18808-Ljbffr